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About The Author
Kim Phillips is an independent marketing consultant specializing in branding, communication strategy, creative writing and design, online content, email marketing and social media.
I hate you! And 5 reasons you really shouldn't mind.
Posted in Blogging, business writing, Content management, Marketing, Online Marketing, Social Media - Leave a Comment
Recently, a client told me they were hesitant to get into social media because people might use it to complain about them publicly. This fear is not uncommon, or unfounded. People do use Facebook, Twitter, blog comments and other channels to kvetch, sometimes loudly, even profanely. Here’s what you can do about it.
Don’t give them much to complain about. The client that prompted this post is a top-notch outfit; its fans will far outweigh any detractors.
Be happy you found out about a problem. So often, customers just go away and don’t say why; you can’t fix it if you don’t know what it is.
You can’t please everybody. And everybody knows that. The crackpots will stand out, and you want to know where the truly nutty ones are.
This is your opportunity to shine. People make mistakes. Customers and prospects will be impressed by how well you handle complaints.
You can delete the really bad stuff. True, it’s hard to unring the bell, but it doesn’t have to ring forever. Profane, unfair, irrelevant or overly snarky posts can go away.
The point of social media is to be personal, to be real, and human interactions are going to be messy. Embrace the mess and get out there.
How do you deal with negative comments online?
Tags: business blog, business writing, Content management, lucid marketing, Social Media